SOAP Web Service - Create an Action for a Ticket


UseRestInsteadOfSoap

Note: Service Manager SOAP web services are no longer maintened since the Oxygen version. You can still use them but we recommend that you use the Service Manager REST API to take advantage of the latest enhancements and features.

Open url.png See Craeate an action for a ticket method of the Service Manager REST API.

EZV_CreateRelatedAction

Notes

List of parameters

Mandatory parameters

You must enter the parameters below.

Object Type Description / Example
account string Service Manager account used.
example 50004: Production base ; 50005: Sandbox base
login, pass string Login / password used to connect to Service Manager.
rfc_number, request_id, external_reference string Number and/or identifier of the ticket in Service Manager / Identifier of the ticket assigned by an external application.
  • You must enter one of the parameters to search for the ticket.
  • Parameters are processed in this priority order by the search algorithm.
string
action_type_id, action_type_name string Identifier and name of the action type to create
  • Parameters are processed in this priority order by the search algorithm.

Optional parameters

Object Type Description / Example
contact_id, contact_identification, contact_mail, contact_name string Identifier, employee number, email address and name of the contact person related to the action.
  • Parameters are processed in this priority order by the search algorithm.
creation_date_ut string Creation date of the action, expressed in Universal Time (UT).
  • By default, current date (now).
description string Comment related to the action.
doneby_id, doneby_identification, doneby_mail, doneby_name string Identifier, employee number, email address, and name of the support person in charge of the action.
  • Parameters are processed in this priority order by the search algorithm.
expected_start_date_ut, expected_end_date_ut string Scheduled start date and end date of the action, expressed in Universal Time (UT).
group_id, group_mail, group_name string Identifier, email address, and name of the group that must intervene to the action.
  • Parameters are processed in this priority order by the search algorithm.
max_intervention_date_ut string Latest possible date where the action needs to be executed, expressed in Universal Time.
  • If not completed, computed starting from the creation date of the action and the OLA of the group.
parent_action_id string Identifier of the parent action.

Description of the actions carried out

1. If the parent_action_id parameter of the parent action is specified:

  • An action associated with the ticket is created.
  • Status = In progress

2. If the parent_action_id parameter is not specified:

  • Opening actions associated to the rfc_number and/or external_reference which are assigned to the user and/or the group passed as parameters are searched.
    • If these actions are attached to a single parent action:
      • An action associated with the parent action is created.
      • Status = In progress
         
    • If these actions are attached to various parent actions:
      • The process is stopped because there is an ambiguity on the parent_action_id parameter.

Return codes for the web service

Code Error Corrective action
1 Request processed successfully
-1 Database not found Check that the account parameter matches a Service Manager account.
-2 Unable to connect to Service Manager Check and correct the login and pass parameters.
-3 Invalid entry parameter Check and correct the entry parameters. Check you have entered all the mandatory parameters.
-6 The login used for the connection does not belong to the group specified in the parameters. Check you have select the correct login and/or the correct support person using the group_... parameters.
-7 The login used for the connection does not belong to the support person specified in the parameters. Check you have select the correct login and/or the correct support person using the doneby_... parameters.
-12 Missing action type Enter the action_type_id and/or the action_type_name parameters.
-13 No parent action assigned to the support person or the group Check and correct the doneby_... and group_... parameters.
-14 Incorrect group Check and correct the group_... parameters.
-15 Several parent actions assigned to the support person or the groupThe action cannot be created because there is an ambiguity on parent_action_id. Enter the parent_action_id parameter.
-16 Parent action not found Check and correct the parent_action_id parameter.
-22 Maximum number of connections have been reached Check that your profile defined on the Service Manager account authorizes the execution of the action requested to the web service.
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Last modified by Unknown User on 2021/12/22 15:39
Created by Administrator XWiki on 2013/03/25 18:23

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